‘Customer experience’ is increasingly seen as a strategic priority for businesses, but this concept is made up of many factors and measuring it is a complex task that can’t be reduced to a single figure like the Net Promoter Score.

Why it matters

NPS has become a de facto measure of customer experience, but rather than obsess over the headline figure it’s important to understand which particular metrics are important in moving NPS – these will vary by brand and category – and focus on them.

Takeaways